Obtaining System Files

Keywords:

System files are a snapshot of your computer’s hardware and software configuration. We use them to help us diagnose and troubleshoot technical issues.

Windows

The video below will walk you through obtaining your DxDiag and MSInfo files:

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MSInfo

  1. Press Windows Key + R.
  2. Type MSInfo32 and press Enter.
  3. In the MSInfo diagnostic window, click File, then Export.
  4. When the Export As window appears, choose Desktop.
  5. Name the file "MSInfo" and click Save.

DxDiag

  1. Press Windows Key + R.
  2. Type DxDiag and press Enter.
  3. In the DxDiag window, click Save All Information.
  4. Name the file "dxdiag" and click Save.

We can only accept files smaller than 15MB. If the saved file is too large to be attached to your ticket, the error section may be too large. To reduce the file’s size:

  1. Open the saved MSInfo file.
  2. Press Ctrl + F and search for [Windows Error Reporting].
  3. Delete everything after the first ten lines of [Windows Error Reporting].
  4. Save the file.

Game Error Logs

For specific instructions on retrieving game logs, select a game below.

World of Warcraft

  1. Open the Battle.net desktop app and click the Battle.net symbol, select Settings, then select Game Install/Update. You can view the game folders here.
  2. In the World of Warcraft folder, find the Errors folder. If it does not exist, you do not have any error reports.
  3. If the Errors folder exists, copy the newest .txt error report to your desktop. The error report creation date is included in the file name.

Diablo III

  1. Open the Battle.net desktop app and click the Battle.net symbol, select Settings, then select Game Install/Update. You can view the game folders here.
  2. Open the InspectorReporter > Reported Bugs folder.
  3. You may see many folders that are date stamped. Each one will have a crash log inside.
  4. Open the newest folder and find the D3Debug.txt file. This is your error report.

StarCraft II

  1. Open your Documents folder. This folder is typically accessed in the Start menu.
  2. Open the StarCraft II folder.
  3. Open the GameLogs folder. You may see many folders that are date stamped. Each one will contain a crash log.
  4. Open the newest folder and find the Error.txt file. This is your error report.

Diablo II

Error Files
  1. Right click the game icon.
  2. Select Properties.
  3. In the Properties window, click the Shortcut tab.
  4. For Windows XP, click Find Target. For Windows Vista/Windows 7/Windows 8, click Open File Location.
  5. Search for the Errors folder.
  6. Open this folder and locate the Error files.
  7. Be sure to provide the .txt version of these Error files.
Log Files
  1. Right click the game icon.
  2. Select Properties.
  3. In the Properties window, click the Shortcut tab.
  4. For Windows XP, click Find Target. For Windows Vista/Windows 7/Windows 8, click Open File Location.
  5. Search for the Logs folder.
  6. Open this folder and locate the Log files.
  7. Be sure to provide the .txt version of these Log files.

Warcraft III

Error Files
  1. Right click the game icon.
  2. Select Properties.
  3. In the Properties window, click the Shortcut tab.
  4. For Windows XP, click Find Target. For Windows Vista/Windows 7/Windows 8, click Open File Location.
  5. Search for the Errors folder.
  6. Open this folder and locate the Error files.
  7. Be sure to provide the .txt version of these Error files.
Log Files
  1. Right click the game icon.
  2. Select Properties.
  3. In the Properties window, click the Shortcut tab.
  4. For Windows XP, click Find Target. For Windows Vista/Windows 7/Windows 8, click Open File Location.
  5. Search for the Logs folder.
  6. Open this folder and locate the Log files.
  7. Be sure to provide the .txt version of these Log files.

Mac

System Profiler

  1. Open the Apple menu and hold the Option (Alt) key, and select System Profiler (System Information in 10.7 or later).
  2. Click on the System Report button.
  3. When the profiler is finished gathering data, click File then Save/Save As...
  4. Save the file to your desktop.
File Size Over 15MB?

We can only accept files that are 15MB or less in size. If the file is too large to be attached to your ticket, convert it into a text document:

  1. Open Terminal (found in /Applications/Utilities)
  2. Copy and run the following command:
    system_profiler -detailLevel full > ~/Desktop/Myreport.txt
  3. A file called Myreport.txt will appear on your Desktop.

Game Error Logs

World of Warcraft

  1. Navigate to Macintosh HD/Applications/World of Warcraft/Errors.
  2. Attach the most recent file.

Diablo III

  1. Navigate to /Applications/Diablo III/InspectorReporter/ReportedBugs.
  2. You may see many folders that are date stamped. Each one will have a crash log inside.
  3. Open the newest folder and locate the file marked D3Debug.txt. This is your error report.

StarCraft II

  1. Open Finder.
  2. Hold the Option (Alt) key and select Library from the Go menu on the system menu bar.
  3. Navigate to ~/Library/Application Support/Blizzard/Starcraft II/Gamelogs.
  4. You may see many folders that are date stamped. Each one will have a crash log inside.
  5. Open the newest folder and locate the Error.txt file. This is your error report.

Sometimes we may need additional information about your connection to diagnose problems. If requested, run a trace route or a pathping on your connection.

Tried everything here?

If you have tried all of the steps for your operating system and still require assistance, please visit our Technical Support Forum (World of Warcraft) (StarCraft II) (Diablo III) or contact us.

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